Consumer Complaints Policy

1. Purpose

This policy aims to provide a clear and efficient process for customers to express their concerns, complaints, or issues related to our delivery services. We are committed to resolving complaints promptly, ensuring customer satisfaction, and maintaining the quality of our services.

2. Scope

This policy applies to all customers using our delivery services, whether for single-package deliveries, recurring orders, or bulk shipments.

3. How to File a Complaint

Method of Submission

Customers can file complaints through:

• In person: Visit our Main office located at CARSON Logistics, Sharq Plaza, Office No. G09, D-Ring Road, Doha, Qatar
• Phone: Call our customer service team at +974 4456 5222 from 10am to 6pm
• Email: Send a detailed description of the issue to ecommerce@carsonlogistics.net
• Customers with disabilities: (proof of registration with the Qatar Society for the Rehabilitation of Special Needs must be provided) May appoint an individual who will interact with our customer service team on their behalf

Required Information

Please provide the following details for faster resolution:

• Name and contact information
• QID / ID / Passport Number
• Order or tracking number
• Description of the issue (e.g., late delivery, damaged goods, incorrect order)
• Any supporting documents or images (if applicable)

Timeframe to File a Complaint

• The customer can file a complaint when they identify Quality of Service provided is not as per agreed terms
• A complaint must be filed within 30 days of delivery or expected delivery

4. Complaint Acknowledgment

• Once a complaint is received, we will acknowledge its receipt within:
  • Immediately if submitted in person or phone call
  • Within 2 days if submitted by email or online form
• Each complaint will be registered in our CRM system under a unique reference number which will be provided to the customer
• Our customer service team will contact the customer if further information is needed

5. Investigation and Resolution

• We will thoroughly investigate all complaints. This includes reviewing delivery records, tracking information, and any other relevant details
• Resolution options may include:
  • Refunds or partial refunds
  • Re-delivery of items
  • Discounts or vouchers for future services
  • Apologies or goodwill gestures, depending on the situation

6. Timeliness of Resolution

• We aim to resolve all complaints within 10 business days
• In complex cases, where further investigation is needed, we will inform the customer of the progress and extend the resolution timeline if necessary

7. Escalation

• If the customer is not satisfied with the initial response, they can escalate the complaint to a supervisor or manager. The contact information for escalation will be provided by our customer service team
• In case the complaint is not resolved within stipulated timeline or is not closed in a proper and fair way, the customer can contact Communications Regulatory Authority (CRA) for further support

8. Follow-Up

After the complaint is resolved, we will follow up with the customer to ensure their satisfaction with the solution provided.

9. Data Privacy

• All complaints will be handled in accordance with our data privacy policy
• Customer information will be kept confidential and used solely for the purpose of resolving the complaint

10. Continuous Improvement

• We value customer feedback and use complaints as an opportunity to improve our services
• Periodic reviews of complaint trends are conducted to enhance our delivery processes

10. Continuous Improvement

• We value customer feedback and use complaints as an opportunity to improve our services
• Periodic reviews of complaint trends are conducted to enhance our delivery processes